Operational Resilience Manager

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Shawbrook Operational Resilience delivers confidence to our customers, staff, shareholders and regulators that our services are resilient to disruption and are compliant with the Financial Conduct Authority (FCA) and Prudential Regulatory Authority (PRA) regulatory objectives. Following successful delivery of key regulatory milestones, Shawbrook is now focused on embedding, enhancing, and continuously improving Operational Resilience capabilities across the organisation.

This role plays a critical part in advancing the transition of Operational Resilience into a sustainable, data-driven, business-as-usual capability. The Operational Resilience Manager requires a practical and creative approach to deliver this, including but not limited to; responsibility for resilience data analysis, operational resilience embedding, supporting incident management activities, as well as ownership and development of governance, documentation, and reporting activities.

The successful candidate will be expected to deliver these activities through the performance of existing processes and controls, implement new processes, review and challenge data and evidence provided, as well as apply a personal approach through regular senior stakeholder interaction and support. The candidate will act as a day-to-day focal point for tactical operational resilience queries and guidance for stakeholders and ensure proportionate governance is in place and adhered to, evidenced and ready for reporting through relevant working groups and committees.

Key Responsibilities

• Produce high-quality Operational Resilience reporting, building and maintaining clear, automated dashboards, showing resilience related oversight. Translate data into clear, actionable insights for senior stakeholders and committees.
• Proactively perform deep-dive analysis into incidents, control failures and external risks to identify root causes, systemic control weaknesses, and emerging risks that could impact Shawbrook.
• Support the development of forward-looking metrics and indicators to enhance resilience monitoring. Identify opportunities to automate, streamline, and enhance reporting and data processes.
• Implement and monitor data quality controls, validation processes, and reconciliation checks, supporting audit and regulatory requirements. Challenge and validate data inputs from across the business, ensuring accuracy, completeness, and consistency
• Lead operational resilience embedding activities with business area Operational Resilience Champions to empower key stakeholders through building an awareness and sustainable training programme.
• Day to day involvement in Incident Management including but not limited to; monitoring Incident Teams Channels as well as helping to facilitate high priority incident management calls, updates, documentation, root cause analysis and lessons learnt sessions.
• Take ownership for Crisis Communication processes and testing, as well as the xMatters system, relationship and contract management ensuring the service meets the Bank’s expectations as well as system data accuracy, structure and user guides are up to date.
• Supervising the monitoring of, and Bank’s compliance with, the Incident Management Framework and Operational Resilience Policy, Standard and procedures. As well as maintaining key Bank operational resilience artifacts and libraries for audit purposes and to support staff engagement activities. Coordinate (where applicable) the correct governance and approval of these artifacts at committees
• Monitor Operational Resilience related actions and issues in the Bank GRC Tool closure including validation of closure evidence.

Skills & Experience

• Experience in risk management principles, specific operational resilience experience preferred but not essential.
• Experience using generative AI tools (e.g. ChatGPT, Microsoft Copilot) to improve efficiency in analysis, reporting, documentation, and operational processes, while applying appropriate governance, confidentiality, and data handling controls.
• Proficient in using MS Excel to support AI analysis.
• Experience in presenting to, and training, colleagues and management.
• Ability to challenge data constructively and drive improvements in data integrity.

Education/Professional Qualifications

Shawbrook is committed to providing opportunities to all candidates and understand that not all candidates may possess a qualification or education aligned to the role. We will assess each candidate on their individual experience and skills, and not solely on level of education.

Key Attributes

• Naturally inquisitive; asks “what does the data tell us and what does it mean?”
• Strong attention to detail with a commitment to data accuracy and integrity
• Proactive and structured in driving improvements and delivering outcomes
• Confident in engaging with stakeholders to challenge, influence, and support

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done